I have a 2001 Cadillac DHS which came with a Warranty booklet and it reads
from page 25,
"Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your dealer and to Cadillac.
Normally, any concerns with the sales transaction or the operation of your
vehicle will be resolved by your dealer's sales or service departments.
Sometimes, however, despite the best intentions of all concerned,
misunderstandings can occur. If your concern has not been resolved to your
satisfaction, the following steps should be taken:
STEP ONE -- Discuss your concern with member of dealer management.
Normally, concerns can be quickly resolved at that level. I the matter has
already been reviewed with the sales, service, or parts manager, contact the
owner of the dealer facility or the General Manager.
STEP TWO -- If after contacting a member of the dealer management, it
appears your concern cannot be resolved by the dealer without further help
contact the Cadillac Customer Assistance Center by calling 1-800-458-8006.
(In Canada, contact GM of Canada Central Office in Oshawa by calling
1-800-263-3777: English, or 1-800-263-7854: French. .............."
It goes on to you needing the VIN, Dealer name and location .......
Sounds like you are at STEP TWO; good luck.
Click to see the full signature.